Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. As the Program Manager, Facilities & Workplace Operations (AMER), you will serve as the strategic "Product Owner" for our Americas workplace environments and operations. In this high-impact individual contributor role, you will define, scale, and run our regional workplace experience program while laying the operational foundation for long-term growth. This position is equal parts operator, program manager, and cultural champion. You will oversee our outsourced partner vendor model, establish core SLAs and KPIs, design scalable Standard Operating Procedures (SOPs), and deploy modern workplace technology—all while driving an engaging workplace culture aligned with our company values. We are actively building our operational infrastructure while running it in real-time. To succeed, you must bring a strong "we can figure it out" ownership mindset, thriving in ambiguity as we build, iterate, and elevate the AMER workplace footprint together. This is a hybrid role requiring three days in the Boston office. A day in the life (Responsibilities) * Vendor Oversight & Program Leadership (The "Product Owner" Approach) * Act as the strategic owner for the AMER Workplace Experience program, establishing product-like roadmap execution, SLAs, and performance scorecards. * Direct and manage primary outsourced vendor partners (IFM, janitorial, catering, security, facilities maintenance), ensuring high-service delivery, accountability, and seamless operational handoffs. * Establish clear key performance indicators (KPIs) and continuous feedback loops to measure and report on workplace performance, employee satisfaction, and space utilization. * Process Architecture, SOPs & Financial Management * Build, document, and roll out standardized operational frameworks and SOPs across all AMER sites from the ground up, establishing operational consistency across regions. * Support financial targets by partnering with leadership on OPEX budgeting, vendor cost management, contract negotiations, and quarterly financial forecasting. * Drive end-to-end project management for regional workplace initiatives, site refreshes, vendor transitions, and change management strategies. * Culture, Community & Values Integration * Partner closely with internal teams—including Inclusion & Diversity, Toast.org, People/HR, and Internal Comms—to design and execute workplace experience strategies that reflect our company values. * Champion local workplace programming, community involvement, social activations, and sustainability initiatives that turn our physical spaces into hubs of collaboration and purpose. * Actively embody and champion our One Team mission across every employee touchpoint. * Workplace Technology, Analytics & Enhancements * Evaluate, deploy, and manage on-site workplace technologies, including desk/room booking platforms, visitor management, event tech, and occupancy sensors. * Translate workplace data and space analytics into actionable insights to inform future real estate strategy, space planning, and service offerings. What you'll need to thrive (Requirements) * Experience: 3+ years of progressive experience in Facilities Management, Workplace Experience, or Corporate Real Estate operations within a fast-growing, matrixed environment. * Vendor Operations: Proven track record managing complex outsourced vendor programs (IFM/third-party providers), defining contracts, and managing vendor KPIs/SLAs. * Program Management Mindset: Strong program and project management skills; familiarity with agile methodologies, change management strategies, or serving as a functional "Product Owner" is a major plus. * Building in Ambiguity: A demonstrated "we can figure it out" attitude. You are comfortable building processes, templates, and SOPs from scratch while keeping daily operations moving flawlessly. * Cross-Functional Collaboration: Exceptional relationship-building skills with a history of partnering with Inclusion teams, ESG/philanthropic arms, IT, Security, and HR. * Tech-Savvy: Hands-on experience implementing modern workplace management tools (e.g., Robin, Envoy, Elogbooks, FM Systems) and leveraging analytics dashboards to make data-driven decisions. * Financial Literacy: Comfort managing program budgets, reviewing purchase orders, tracking vendor invoices, and identifying cost-efficiency opportunities. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. #LI-DNI The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Pay Range $101,000—$162,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. We ask that you complete interviews and assessments on your own, without real-time AI tools, recording, or transcription bots, unless we tell you otherwise in advance. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast People Are the Secret Ingredient in Our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry brings together people with a wide range of backgrounds, experiences, and perspectives, and we value that same breadth at Toast. We strive to build a culture grounded in authenticity, respect, and humility, where every Toaster has a real opportunity to grow, contribute, and do their best work—raising the bar in delivering exceptional experiences for our customers and each other. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected]. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Program Manager, Workplace Operations

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